Empathy
Empathy is defined as: "the capacity to put one’s self in another’s shoes and feel what that person is going through and share their emotions and feelings."
True
The type of communication where we use our body to send messages to other people.
non-verbal
The medical office is important because it is the ________ between the patient and the physician.
gateway
What is the first rule of phone etiquette?
Be Prepared
How many animals does Teacher Stacy have?
3 (2 cats and 1 dog)
Patients who are sick often experience ______ and _________ when going to the doctor.
fear and apprehension (worry)
What percentage (%) of communication is made up of body language?
60%
The Medical Office is responsible for filing which critical documentation for the patient?
insurance
medical records
prescriptions
billing
pharmacy
appointments
Giving your caller your full attention and practicing active listening is what "P" in phone etiquette?
Being Present
Who in our class was a Teacher?
Abdiaziz
Dai
Afaf
Studies show that when the medical staff use empathy it can:
decreases patient anxiety
increases patient satisfaction
improves patient's use of prescribed medications
allows doctors to make fewer mistakes
Paying attention to the body language, gestures, and the tone of voice of the speaker; this helps us understand what message they are trying to send to us. These things are all part of what?
Active Listening
When you __________, you’ll be less anxious because you won’t be relying on your brain as a storage device.
write everything down
Trying to see the situation through the eyes of the speaker, being tolerant and the voice of reason is which "P" in phone etiquette?
What in our class can speak more than 7 lanugages?
Is this an example of sympathy or empathy:
A: My son is really struggling at school. I'm worried he won't graduate.
B: "At least your daughter is a good student."
sympathy
What is it called when we check with the speaker on what he or she meant and resolving any confusion.
Clarification
What term was used for the description, “ go through your entire office space, collect all the junk taking up precious space, and toss it out.”
Purge
What "P" in phone etiquette is this example?
Hello, Hubbs Center, Stacy speaking. How can I help you?
Being Polite
Who in our class lied to her teacher so she could celebrate New Years?
Dai
Finish the statement. Empathy fuels ____________, but Sympathy drives ___________.
connection
disconnection
These are specific items that can distort, destroy, or prevent communication in the workplace. They can be physical, cultural, linguistic or interpersonal in nature.
Communication Barriers
What organizational item can provide easy reminders for you of things you need to get done or bring with you?
sticky notes
Assuring the caller you are taking steps to help them resolve their issue and going the extra mile is which "P" in phone etiquette?
Being proactive
Who in our class is the best student?
You all are amazing people and I am so happy I've had a chance to work with you.